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Frequently Asked Questions

Connect / Sync / MW12 / KW11

Your watch may experience lines across the watch's screen if it has suffered some accidental damage.

Please contact our support team and we will be delighted to help you resolve this issue.

- Please ensure you purchase and activate a sim plan for your number via the activation page.

- If you still see the 'searching for a network' error and still do not see a QR code, please connect your Moochies to WI-FI via the Settings menu on your Moochies and please restart your Moochies and a QR code should appear.

- If these issues still persist, please email us at help@moochies.com letting us know this and please quote us your Moochies mobile number and your Moochies IMEI number which is the long IMEI number found within the Settings menu of your Moochies called 'IMEI'.

Odyssey

If your Odyssey watch get's stuck while Checking for a new software version, here's the steps to resolve this.

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  • Restart the watch by holding down the larger right button for 3 seconds, and select Restart:

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  • When the watch has rebooted, from the popup dialog, select "Delete". Then reboot your watch again:

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  • When your watch has rebooted, it should successfully pick up the software update, and prompt you to install it.

 

General

Moochies sim plans don't tie you into a contract, and can be cancelled at any stage.

We can also offer a payment holiday on your sim plan for up to 6 months - after this time, you are free to re-activate or cancel your sim plan.

Simply send your name and either your Moochies phone number or your Moochies sim number in an email to simcancellations@moochies.com, and we'll sort this out straight away for you.

No. Your Moochies Smartphone Watch don’t have an alarm to alert you if the watch is removed from your kid’s wrist. We love this idea, and have added it to our list of product upgrades. Subscribe to our Mailing List for exciting new Product Updates.

Sadly, our Moochies Smartphone Watch don’t count with the ‘Listen In’ feature at this moment, but we love this idea, and have added it to our list of product upgrades. Subscribe to our Mailing List for exciting new Product Updates.

For safety reasons to ensure only authorised contacts can call your child's Moochies Smartphone Watch, all numbers not setup as Contacts within the MyMoochies Guardian App are automatically blocked.

To add a new Contact within the MyMoochies Guardian App:

• Within the App, Click "Contacts"

• Click The Plus (at the top) to add a new contact.

• Enter the Name, Phone Number, and click "Save".

The Contact will then be automatically synced to your Moochies SmartPhone Watch. If for any reason the call is still blocked, turn your Moochies Smartphone Watch off, then back on, and you'll then be able to call the device successfully.

Each Moochies phone watch has a unique code, which registers with the MyMoochies Guardian App on your phone. This is simple to set up and your Moochies delivery will have full step-by-step instructions on how to pair your MyMoochies Guardian App with the Moochies phone watch.

The MyMoochies Guardian App is free.

Yes! The MyMoochies Guardian App allows you to pair an unlimited number of devices to monitor their location, call and message from within our App making it easy to control all of your kids watches from within the same application.

You can download the MyMoochies Guardian App for free from the Apple Store if you have an Apple phone, or Google Play if you have an Android phone.

Normally the time zone of your watch adjusts itself automatically when connecting to the network you will be using the watch with.

Even when travelling abroad, once you turn the watch on, the time zone will be automatically updated, but you can also adjust the time zone manually by clicking into the watch’s screen and swiping to the last menu option on the left side, until you reach "Settings".

Once you click on this option, you will see a Time Zone option over there and of your You can easily change the Time Zone.

No. Unfortunately, you can’t change the ring tone of your Moochies Smartphone Watch. The ring tone is a standard one.

Yes, you can change the strap of your Moochies Smartphone Watch, which can be easily replaced by any other strap of your choice from the same Moochies model.

The watch strap, from furthest hole to clasp is 24.5cm. The shortest hole to clasp is 12cm, with the gap between holes every 0.4cm.

Yes! The Moochies phone watch is rated to IP67 which means it can be immersed in water up to a metre of water for up to 30 minutes.

The Moochies smartphone watch is made from non-toxic silicone, which is harmless to the child.

All aspects of the Moochies smartphone watch complies with ACMA, CE, FCC and RoHS standards.

The battery is safer than a standard Lithium battery, as it is a Gel Polymer Lithium-Ion battery, which prevents internal combustion.

Only the Administrator (usually the parent or guardian), can access this information from the MyMoochies Guardian App.

Yes, the Administrator (usually the parent or guardian) can change the permitted numbers at any time through the MyMoochies Guardian App on their phone.

There will be a list of contacts displayed on the watch's screen, when the child chooses CONTACTS, and these numbers are set by the Administrator (usually the parent or guardian) from the MyMoochies Guardian App, so kids will be allowed to call only the numbers registered in the app.

No, only pre-set numbers are permitted to call the Moochies phone watch. So you don’t have to worry about your child receiving calls from strangers. The Administrator (usually the parent or guardian) can set these numbers from the MyMoochies Guardian App, these can be changed by the Administrator at any time. You can add as many contacts to the Moochies Address Book as you want.

Set Up Issues

Failed to Connect to the Network

 

Some customers are getting the error "Failed to Connect" when first turning on their Moochies watch after setting up their active sim plan. If you haven't set up our sim plan, go to the activation plan.


With an active sim plan on the watch:


- Click WiFi and More
- Click WiFi and connect your watch to your home WiFi.
- Click Check for Updates, and install the latest software update.

 

This will reboot your Moochies watch, and it will then connect correctly to the network.
If you have any problems with this, please don't hesitate to contact us at help@moochies.com

 

When booting up your Moochies watch for the first time, some customers are receiving the following error:

mceclip1.png

Unfortunately, MoochiesLauncher has stopped.

 

To resolve this issue, please hold down the SOS button (on the right of our Moochies watch case) for 15 seconds.

Your Moochies watch will then reboot and the message will disappear.

 

- Prior to this error occurring, did you try to open the SIM compartment at all to remove the SIM? If you did, this may be why you are seeing this error.

- If you did not tamper with the SIM compartment and you are seeing this error, please email us at help@moochies.com, quote your original order number and send a photo of your SIM compartment.

- If you have forgotten your username or password for your MyMoochies App, please email us at help@moochies.com, quoting any details you can remember that you may have used for your username such as the email address you may have used for your MyMoochies App, and we will be able to further assist you.

- Ensure you have purchased a sim plan via the activation page.

- Ensure the area your Moochies is in has strong 4G coverage. You can do this by checking your address via the 4G coverage checker with the service provider.

- Disconnect your Moochies from WI-FI.

- Hold down the SOS button for 20 seconds, and once your Moochies turns on, wait until a 'H', 'H+', 3G or 4G symbol appears next to the signal bars.

Features Issues

- Ensure that you have downloaded the latest version of the MyMoochies App.

- Ensure that the main administrator has saved their personal mobile number correctly within the 'My Profile' section of the MyMoochies app without a prefix at the start of the number and there are no spaces in between, before, or after the contact number.

- Ensure that the Moochies mobile number is saved correctly within the 'Kids Profile' section of the MyMoochies app without a prefix at the start of the number and there are no spaces in between, before, or after the contact number.

- Ensure for any contact (who is not the main administrator) who wishes to video-call the Moochies is a contact added via the SMS code so they can share video-calling, messaging and tracking. This SMS code-invited contact needs to ensure that their personal mobile number is saved correctly within their 'My Profile' section of their MyMoochies app without a prefix at the start of the number and there are no spaces in between, before, or after the contact number.

- If issues still persist with video-calling, please email at help@moochies.com letting us know about this issue and please quote the IMEI number of the Moochies (the long IMEI number can be found within the Settings menu of the Moochies called 'IMEI'), the make/model of your personal mobile phone of where your MyMoochies app is downloaded on, the iOS / OS update version running on your personal mobile phone, the email address you are using as your username for your MyMoochies app.

- Please un-install and re-install the MyMoochies app to see if this helps.

- If this logging out issue still persists, please email us at help@moochies.com letting us know about this issue and please quote the make/model of your personal mobile phone of where your MyMoochies app is downloaded on, the iOS / OS update version running on your personal mobile phone, the email address you are using as your username for your MyMoochies app.

- Please ensure you go into the Settings menu of your personal mobile phone and ensure the notifications and banners are enabled for the MyMoochies App.

- If you are still not receiving any notifications, please email us at help@moochies.com, so we can further look into this issue for you.

- Ensure you have set your volume of your Moochies to the highest volume.

- Has your Moochies been in under 1 metre depth of water, for under 30 minutes? If so, please leave your Moochies to dry to see if this helps with the distorted sounds.

- Had any impact occurred to your Moochies If so, this may be why you are experiencing distorted sounds.

- If your Moochies has not had any impact and is experiencing these sound issues, please email us at help@moochies.com and quote your original order number, so we can further look into this issue for you.

- Had any impact occurred to your screen? If so, this may be why you are seeing lines.

- If your Moochies has not had any impact made to the screen, please email us at help@moochies.com, quote your original order number and send photos of your Moochies screen, so we can further look into this issue for you.

- Ensure you charge your Moochies for 10 hours+, overnight.

- Once your Moochies is charged for 10hours+, overnight, please hold down the SOS button for 20 seconds and your Moochies screen should turn on.

- If these steps don’t work follow the steps for 'No response when charging' in the 'Battery - Charging' section.

- Hold down the SOS button for 20 seconds to do a hard reset on your Moochies.

- Go into your Moochies and go into: Settings - Check for Update and download/install the most recent update. Ensure your Moochies is connected to WI-FI in to download the update.

- Uninstall the App and re-install the App.

- On your MyMoochies App, swipe up on the bottom menu, click on the 'Alarms' button and add in alarms.

- On your Moochies, to view and set alarms, swipe left from the Moochies Home Screen and click on the “Alarms” menu item, and click on the 'Add Alarm' button to create an alarm.

- On your Moochies, go into the Gallery menu and hold down a long press on the photo you wish to be uploaded onto the MyMoochies App.

- An upload icon will appear on the bottom of the Moochies screen, please press this and then press to upload the photo.

- Please go in to your MYMOOCHIES APP and please refresh the gallery and the photo will appear.

- Ensure your Moochies is in an area with strong 4G coverage. You can do this by checking your address via the 4G coverage checker with the service provider.

- Ensure your Tracking Frequency is set to every 5 minutes and restart your Moochies watch to save these changes.

- Ensure your Moochies has sufficient data left within your sim plan allowance. Please email us at help@moochies.com and quote your Moochies mobile number so we can confirm your data usage.

- When adding contact numbers, please ensure there is no prefix at the start of the number and there are no spaces in between, before, or after the contact number.

- Ensure your Moochies is in an area with strong 4G coverage. You can do this by checking your address via the 4G coverage checker with the service provider.

- Ensure your Moochies has sufficient minutes left within your sim plan allowance. Please email us at help@moochies.com and quote your Moochies mobile number so we can confirm your calling minutes usage.

- The main administrator is able to add 2 types of contacts within the MyMoochies App:

1) By phone number: This just gives the ability for phone calls, and is great for someone who doesn’t have access to the MyMoochies App.
2) By sending an invite to another user of the MyMoochies App: This allows for calling, video calling, 2-way messaging and tracking.

- To add a contact into your MyMoochies app, please go into the 'Contact' section of your MyMoochies App and add in your trusted contacts. 

GPS Issues

- Ensure your Moochies has battery and it is switched 

- Ensure your Moochies is in an area with strong 4G coverage. You can do this by checking your address via the 4G coverage checker with the service provider.

- For accurate GPS Tracking, please set your Tracking Frequency to every 5 minutes and restart your Moochies watch to save these changes.

- Use the force update button (two arrows circling) on the top right of the map to manually search for the location (this may take a few moments please be patient).

- For accurate GPS Tracking, please set your Tracking Frequency to every 5 minutes and restart your Moochies to save these changes.

- Ensure you have purchased a sim plan via activation page

- Ensure your Moochies is in an area with strong 4G coverage. You can do this by checking your address via the 4G coverage checker with the service provider.

- Ensure you set your Tracking Frequency to every 5 minutes for more faster and more accurate GPS updates and then restart your Moochies watch to save these changes.

- Use the force update button (two arrows circling) on the top right of the map to manually search for the location (this may take a few moments please be patient) 

- Connect your Moochies to your home WIFI then force update the location (this may take a few moments please be patient).

- Ensure you have purchased a sim plan via activation page

- Ensure your Moochies is in an area with strong 4G coverage.

- Ensure you set your Tracking Frequency to every 5 minutes for more faster and more accurate GPS updates and then restart your Moochies to save these changes.

- Use the force update button (two arrows circling) on the top right of the map to manually search for the location (this may take a few moments please be patient).

- Connect your Moochies to your home WI-FI then force update the location (this may take a few moments please be patient).

- Ensure you have purchased a sim plan via activation plan.

- Ensure your Moochies has sufficient data remaining on your allowance. Please email us at help@moochies.com and quote your Moochies mobile number so we can confirm your data usage.

- Ensure your Moochies is in an area with strong 4G coverage. You can do this by checking your address via the 4G coverage checker with the service provider.

- Ensure you set your Tracking Frequency to every 5 minutes for more faster and more accurate GPS updates

- Press on the the force update/refresh button (two arrows circling) on the top right of the map to manually search for the location (this may take a few moments please be patient).

- Connect your Moochies to your home WI-FI then force update the location (this may take a few moments please be patient).

Battery - Charging

This depends on how many calls the Moochies makes or receives, however standby time is around 2 days. If using a sim card, you will mostly likely be recharging the watch at the end of every day.

We supply a USB cable charger. You can plug it in to an adaptor, like a mobile phone charger socket, enabling you to charge from a power point or by USB connection to a computer.

The MyMoochies Guardian App on your phone shows the percentage charge that the Moochies phone watch has. This way you can make sure your childs Moochies is always on and you can reach them at the push of a button.

- If your Moochies has been in any water up to 1 metre depth and for under 30 minutes, please allow your Moochies to fully dry before putting it on charge.

- If your Moochies has been out in the sun, please allow your Moochies to fully cool down by placing your Moochies in a dry, cool and shaded area.

- If your Moochies is not charging with the charger cable, your charger cable may be faulty. You can purchase a new charger cable at www.moochies.com/shop and see if a new cable charges your Moochies.

- If any of the four points on your charger cable are pushed in, then your charger cable is faulty. You can purchase a new charger cable at www.moochies.com/shop and this will fix your charging issues with your current charger cable.

- Ensure you are charging your Moochies via a plug socket in a wall and not through a laptop/computer.

- Use a different USB port to plug your charger cable into to see if the original USB port you were using is faulty.

- Ensure you charge your Moochies for 10 hours+, overnight.

- Once your Moochies is charged for 10 hours+, overnight, please hold down the SOS button for 20 seconds and your Moochies should turn on.

- Whist charging your Moochies, do you see the battery symbol on your Moochies screen to show it is charging? If not follow steps for 'No response when charging'.

- Ensure your charger cable does not look faulty in any way.

- Ensure none of the four charging points on the charger cable are pushed in or look damaged.

- Ensure the adapter your charger cable is plugged into is pushed firmly into the socket and the socket is switched on.

- Test the plug socket is not faulty by inserting another USB cable (i.e. your personal mobile phone charging cable) and charging your personal mobile phone.

- Ensure you are charging your Moochies via a plug socket in a wall and not through a laptop/computer.

- Ensure that the four gold points of the charger cable are firmly attached to the back of the Moochies face via the magnetic charging points.

Sim Card & Network Activation

No! SMS is not required for the phone watch, since all text and video messages are sent using your data allowance.

No! The SIM cards built into the watch are pre-paid, and roll month to month. We supply full instructions on how to do so in the package with your Moochies phone watch.

We are able to offer our Moochies watch at low prices because we receive telecom revenue from the sim plans you sign up to. Because of this, you are unable to change the Sim Card built into the Moochies watch.

- Ensure you have purchased a sim plan via activation plan.

- Ensure the area your Moochies is in has strong 4G coverage. You can do this by checking your address via the 4G coverage checker with the service provider.

- Disconnect your Moochies from WI-FI.

- Hold down the SOS button for 20 seconds, and once your Moochies turns on, wait until a 'H', 'H+', or 4G symbol appears next to the signal bars. 

- If no 'H'/'H+'/3G/4G symbol appears next to the signal bars, you can check your Moochies at a different location with stronger 4G coverage to see if the symbol appears.

- If no symbol appears next to the signal bars of your Moochies and you are unable to make calls and send messages from your Moochies, please email us at help@moochies.com 

- Ensure you have purchased a sim plan via activation page.

- Ensure the area your Moochies is in has strong 4G coverage.

- Disconnect your Moochies from WI-FI.

- Hold down the SOS button for 20 seconds, and once your Moochies turns on, wait until a 'H', 'H+', 3G or 4G symbol appears next to the signal bars.

- On the Failed to Connect menu, click "Wifi and More"

- Scroll down to Wifi, and connect the watch using your home WI-FI network.

- When connected, press the watch back button to return to the main Settings Menu.

- Scroll down and click on "Check for Updates", and install any software updates available.

- Restart your Moochies Watch.

- Ensure you have purchased a sim plan via activation plan.

- Ensure your Moochies has sufficient data remaining on your allowance. Please email us at help@moochies.com and quote your Moochies mobile number so we can confirm your data usage.

- Ensure the area your Moochies is in has strong 4G coverage. You can do this by checking your address via the 4G coverage checker with the service provider.

- Disconnect your Moochies from WI-FI.

- Hold down the SOS button for 20 seconds, and once your Moochies turns on, wait until a 'H', 'H+', 3G or 4G symbol appears next to the signal bars.

- Go into your Moochies and into: Settings, press to turn off your Moochies and select the restart option. (Another way to reboot the watch).

The Moochies watch has a built in sim card, all you need to do is activate it and choose one of our pre-pay packages from our website.

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